Operations Manager
5 days ago
The Operations Manager - WFM Analytics Specialist will oversee all real-time Workforce Management (WFM) activities to ensure operational and client goals are met. This role requires strong analytical skills to implement analysis and reporting via WFM tools available, as well as the ability to prepare daily/weekly/monthly reports for leadership and Senior Management Team.
This position involves analyzing past volume and staffing patterns, using historical and forecasted data, to guarantee that Service Level Agreements (SLAs) are met. The ideal candidate will have working knowledge of WFM tools like Verint, Genesys, Aspect, and Calabrio, with a focus on Excel skills and experience with other MS Office tools.
The Operations Manager - WFM Analytics Specialist will work closely with the team to manage client and stakeholder conversations, ensuring clear communication and collaboration throughout the organization. Additionally, this role requires flexibility to support a 24x7 operation, including day, afternoon, or night shifts across all days of the week.
Key Responsibilities
- Analyze past volume and staffing patterns to ensure SLAs are met.
- Implement analysis and reporting via WFM tools available.
- Prepare daily/weekly/monthly reports for leadership and Senior Management Team.
- Manage client and stakeholder conversations through clear communication.
- Support a 24x7 operation, including day, afternoon, or night shifts.
Requirements
- 2+ years of WFM Experience with hands-on experience of IEX and CXOne.
- Working knowledge of WFM tools like Verint, Genesys, Aspect, and Calabrio.
- Excel skills are compulsory with working knowledge of other MS Office tools.
- Team player as well as a skilled individual contributor.
- Ability to work on flexible schedules aimed at supporting a 24x7 operation.
About Quess Philippines Corporation
We are a leading business process management company providing end-to-end solutions to our clients in various industries. Our team is passionate about delivering exceptional results and driving business growth. If you are a motivated individual looking to join a dynamic organization, we encourage you to apply for this exciting opportunity.
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